Harman

Job Responsibilities: The professional and/or technical competencies needed for performing the key

responsibilities of the position are:

• Define, document, agree, monitor, measure, report and review the service levels of production support team as defined in the Statement of Work
• Prepare & Implement ITIL related process, procedure documentation.
• Work with the production support teams in major incidents and contribute towards incident resolutions.
• Lead in root cause analysis of service impacting incidents and arrive at corrective & preventive actions plans and over see implementation of the same.
• Lead the change advisory board to review changes, manages conflict resolutions and ensures successful implementation of change.
• Data driven analysis of metrics and trends, corelate and work towards service improvement plans.
• Prepare and Present key delivery/SLA/Service Management metrics with the client and account management teams
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Ensure that proactive measures to improve the levels of service delivered are implemented as necessary.

Additional responsibilities:

• Performing process training or retraining to production support teams.
• Conduct service reviews and instigate improvements within an overall Service Improvement Plan that is aligned with contract established with customer, ensure no gaps.
• Conduct process audits for conformance and document process gaps.

Basic Qualifications:

• 10 to 12 years of experience in IT of which at least 5-year experience in Service management / Process Implementation role
• Candidate ideally should be a B.Tech/B.E/M.Tech in E&C or Computer Science
• Possess ITIL/PMP/Six Sigma Certifications
• Knowledgeable in ISO 20K & CMMi standards

Preferred Qualifications & Desired Competencies:

• Excellent service management planning and process implementation skills based on ITIL
• Excellent service contract management skills
• Excellent verbal and written communication skills, including the ability to explain service level & quality parameters and metrics to senior management
• Good knowledge in Cloud based infrastructure preferably AWS
• Expert in managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts
• Proven experience or demonstrated capability in working with IT operations teams in complex and dynamic environments
• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role
• Change Orientation: Champion a better, faster and simpler way of doing things
• Apply original thinking and continuous improvement to processes, products, systems or services and
• Champion change to better serve customer needs
• Collaboration: Connect, engage and communicate with others, encourage open expression of ideas; communicate effectively at all levels and build strong relationships
• Demonstrate critical thinking to take appropriate risk and make sound and timely decisions
• Take initiative to achieve superior, quality results against internal or external standards of excellence